Stuck/Dead Pixels

Hi, I just noticed lately theres a blue pixel thats stuck on my M15X on the edge of the screen. Although it isn't very noticeable, I was wondering if anyone else has encounter pixel problems with the M15X and have been able to fix it with conventional methods such as tapping on it gently? I thought there is this thin sheet of glass that protects the actual screen.

 

Yeah you would not be able to massage the pixel with the glass there to see if you can work it out ...

You could try to run a stuck pixel program against it and see if that works..

Some have had luck with them while others have not but it cant hurt to try...

 

Yea I thought so, I tried JCScreen or something like that for 5 mins, I could be just seeing things but it did seem to make it less noticeable but the stuck pixel is still there. Do you have any other recommendations?

 

No, other then those programs thats about all i can think of..

Since its in the corner and not dead center of the screen Dell might give you a hard time replacing it..

You can always call and try to see if they will but the thing to keep in mind is the replacement panel they could give you might have more dead pixels(or none) then the one you have now...

 

Yea, I think I'll just look around a bit to see if i can fix it with programs, I doubt dell would even replace it just for one pixel anyways, isnt the minimum about five or so. Thanks alot of the help

 

Yeah i believe 5 is the minimum unless the dead or stuck pixel is in the dead center of the screen.. Sometimes they will just replace the panel if you complain enough but your always taking the risk of getting something worse then you had...

 

Just an FYI -

Dell/AW Dead Pixel Info - Last updated: 7/14/2009

Keep in mind, if you receive your system with pixel issues, I suggest contacting support and requesting a replacement ASAP. Do not delay in reporting as you only have 30 days to return. After that, you are stuck with it. If you have to contact Dell concerning this within the 30 days, possible option points to discuss are:

1. Replace LCD
2. Replace unit (a new order can be created and your existing one can be exchanged upon receipt of replacement)
3. Refund and new order created
4. Return for full refund and move on

If you encounter resistance from Dell Support, direct them to the linked AW KB page.

NOTE: This KB does not specifically include the M15x, however you can present it when dealing with Tech Support.

Quote Source: Linked KB Page

 

Thanks for that info Batboy.. I thought it was 5 because i think thats what other manufactures have in place for a replacement but Dells is far better..

 

Yeah - Know where you are coming from Quad. Dell's policy is actually 4 or 5 if I recall correctly. I imagine anyone with an M17x/M15x is going to encounter issues with Tech Support. I bet that KB gets updated soon.

 

Call them ASAP, if you encounter resistance, ask for a refund. That should get them to help out. I'm sorry, but if you're spending that much on a product, the least you can get is a dead pixel free screen!?

 

Well, My laptop arrived on 5/11/2009. I only found one dead/stuck pixel so far after looking around. Its located on the very edge of the top left corner in between the edge of the screen and the first icon. Under a black background the pixel is stuck blue but under a white background I can't really see it.

There is possibly a second dead/stuck pixel on the very corner of the screen but I'm not sure about that one atm.

I don't really want to refund the laptop, but this dead pixel is kind of bugging me a bit. I fear that they might call my bluff and just offer a refund LOL.

How long would it take for them to repair the laptop or replace/refund?

 

Yes the bad thing about a dead pixel is once you know its there your eyes are constantly drawn to it... I know i have had a few over the years of owning dozens of laptops and they drove me bonkers...

 

Agreed, some people can stomach spots/ bad pixels on screens, but they drive me batty. Like Quad said, my eyes are immediately drawn to bad spots/pixels.

My daughter has a dead pixel on her 32" TV and it doesn't even phase her. Then again, HDTV and audio quality are, "so what?" criteria to her too. I can't quite fathom how it doesn't get to her.

 

What this AW KB page?? could you link me please. I think I will give them a call next week to see if they can offer a solution to fix the problem. If not I'll ask for a replacement screen. If they don't would it be wise to ask for a refund? what department or advisor would I need to refer to?

 

Its linked in my post.

Dell/AW Dead Pixel Info

 

deal with this asap. i received my first M15x 3 saturdays ago with a piece of trash behind the lexan. i called sunday and they shipped out a replacement lcd which arrived the following tuesday morning.

the replacement lcd had "refurbished" on the label and instead of the trash behind the lexan there was a stuck pixel near the bottom. not acceptable on a nearly $3k notebook IMHO.

i called again and they wanted to send a third lcd. i said no dice and threatened to return unless they shipped a replacement laptop. they finally put in a replacement order and after 2 weeks i decided it was taking too long(they promised a 7 day turnaround) and had them cancel the replacement and issue an RMA for the laptop. even this was a hassle as it took 3 calls for the RMA to be issued properly and 2 calls to get it picked up.

in the meantime i had already ordered a new M15x with a bumped up processor and memory and it should arrive this week. i should have kept the nameplate though, they wont be needing it lol.

short story though is dont settle for less than what you paid for. a very expensive notebook that should not have any physical defects. i have bought many laptops and monitors and only once have i had an issue with a dead pixel. even my 30" has none and thats a LOT of little dots

i very much like the M15x and hope that the new one has no issues. in the mean time im stuck using my wind as my desktop board gave out...man i hate slow computers...

 

Great to hear you were able to get it sorted out. Dell will always stamp refurbished on warranty replacement parts. Even if its a new part, they are required to do this when repacking a part.

 

Did you try the physical method after the pixel clearing software method failed? Here are some physical methods (with video) you can try if you're up for it.

 

To much glass infront of the actual LCD to do anything physical to it ..

 

actually its not glass, its lexan of some type.

you technically can press it far enough to make contact with the lcd but only near the center and you have to press pretty hard so its not a good idea.

also if you are going to try the software method let it run for a bit longer than 5 minutes. some say hours even...

 

The biggest flaw in the edge to edge cover is getting dust behind it and not being able to do anything about it. The Dell SXPS 16 has this issue and I'm guessing so does the M15x. It looks great initially but if it isn't sealed 100%, you get particles under it over time.

 

Thanks for this reply, When does you're new laptop come in? Would be great if you report if it was in perfect condition or not. I'll try contact them on Monday to see how they resolve this. Did you actually have to send you're laptop back the first time when you got you're refurbished screen btw?

 

it should be here this week as its been in boxing for quite a few days. they shipped out a replacement lcd to a local tech who was kind enough to drop it by my work and let me do the repair myself as i had already disassembled the laptop within 24 hours of receiving it.

ill report back with the status of the newly ordered unit.

 

Well, Just finished the initial call to their techicial support team five minutes ago. Here is what happened.

When I called in the first thing is that my express service tag number (11 digit number) didn't seem to register on their automated response. I assume since its new its just probabbly not registered yet, this laptop begun production around october 28th.

After a few minutes wait I finally got through to the techical support, I was asked for my name and express service tag number (note not model service tag).

Next, I stated my probelm about the dead/stuck pixel, asking for either method to fix it or replacement screen. His response was "usually it takes about six or more dead pixels to replace the screen".

I responded by quoting the Alienware dead pixel policy (thanks BatBoy), while also stating that the dead pixel was actually found in the first day which is actually true, however it never bothered me initially as I was too excited to be testing it. I mentioned also that this laptop was purchased frequently and I was aware of the limited amount of time I had left to refund the laptop should this probelm becomes unresolved quickly.
The tech supports seemed a bit uncoherent and unconvincing as I explained my situation and questioned his reponses. He said something along the lines of being unable to process a referral at this time and that he will get someone to call me back to dicuss a replacement screen.

I asked for a phone number that I may call back to incase I don't get a reply or a reference number. In which he stated there wasnt one because they will reply "in a few minutes". Before the call ended he asked me for my laptop model, service tag and the confirmed delivery address.

Overall, I have my doubts that I will be receiving a call back anytime soon or a replacement screen for that matter. Throughout that call he was not very informative at all after I quoted the alienware dead pixel policy. I could practically summarised his reponses on helpful he was into five words. LCD replacement?, Call you back.

I guess I'll give them a call back in an hour or two to see what happens. But I to be honest I feel my choices are either refund ASAP (11 days left) or just live with it. I think by the time I do get a replacement in order I won't be able to play that refund card anymore. Suggestions?

 

File for a refund and have a new one built. Let Dell deal with the dead pixel. You gave them a chance to replace the LCD and they failed so now they can eat the cost of a new system.

 

Yea I'm kind of thinking of skipping the replacement stage and just going for the full refund and reordering at the moment now. After speaking to several people about this dead/stuck pixel situation all of them say having even one dead/stuck pixel is unacceptable for how much I paid for this laptop.

I ordered this laptop from New Zealand on the phone with a dell/alienware sales rep, would I be refunded the full price including NZ GST (12.5%). Also what departmetn would I be calling to refund a laptop?

 

It's been interesting watching this thread develop. You better believe if there is even one dead pixel on my laptop when it arrives that I'll be asking for a replacement lcd or a full refund if it comes to that.

 

Guys, getting dead pixels in top end notebooks happens. If it's not in the center, then it should be acceptable under normal circumstances. I know we all want perfection in our notebooks but LCD tech is far from perfect. The industry standard is 3-5 dead pixels before a replacement is issued or 1 in the center. Dell is gracious enough to replace the LCD or in some cases the entire system and in the OP's case, I think he should get a new system because he did try to have his repaired. I hope people don't abuse the return policy over 1 pixel and screw it up for the rest of us.

 

While the companies say it is acceptable and the number that warrant a refund vary from company to company, no consumer should have to tolerate flaws and defects in the immediate primary interface device of the system that will be noticeable each and every time you use the system.

While the industry says it is the standard, I know if I plunk down $3k for a device/laptop, it is going back if there is anything wrong with it if a repair call isn't generated immediately.

 

im glad you just got your new toy and it has no dead pixels. would you be as excited if it did?

"industry standard' or not, these aren't cheap and lcd tech is plenty far enough these days. just because the dump truck 2 cars up has a sticker saying " not responsible for objects coming from vehicle" doesn't mean they shouldn't be liable if a big chunk of limestone jumps out and smashes your windshield. no way a company can charge 2-3k for a laptop and say well, its almost perfect so its not our problem

their policy also says if we aren't completely satisfied for ANY reason we can return it for a refund. i coulda just told em last time i wasn't happy with the fact that i felt the nameplate didn't look anything like the one on their site. i expected engraved, not painted on.

i'm definitely not trying to rip on you friend, just expressing that some things are unacceptable in business and this is one of them for me. money is scarce these days and when we make a big purchase we NEED to feel good about it.

oh and btw, i expect you will be buying some new random handbag or whatnot soon whether you know it or not. happened to me with my M15x and the missus.

to the O.P. :

call them back. tell them they have 2 days to get you a new LCD installed to your satisfaction. no more. be very polite but VERY firm in letting them know if this does not happen they will be issuing an RMA. do not accept a call back or any other delay tactic. these guys do not respond to anything other than that. good luck!

 

Well I also sent a email to person who sold me the laptop about my situation with the tech support, and kindly asked her to explain the 30 day refund policy to me. In which she replied with the tech support number and that the refund policy was only 14 days. ?

After some digging to try verify this I've found these two quotes so far.

http://www.alienware.com/purchase/warranty.aspx

http://supportapj.dell.com/support/edocs/monitors/m782/En/warranty.htm

The alienware website quotes 30 days Limited Money Back Guarantee but I will be charged a restocking fee of 15%.
The Dell "Total Satisfaction" Refund Policy is only applicable to U.S. Canada Only, states 30 days aswell, but 14 days for refurbished or reconditioned.

I will defintely be calling back tomorrow about on the replament matter and the refund. I was also wondering to people (shadowarrachh in particular) who issued an RMA within the 30 days. Did you have to pay a restocking fee as stated?

If so I would probably lose over a grand off my laptop if they don't refund my GST aswell ( 12.5% for NZD ). I wonder if im starting to bite off more than I can chew LOL.

 

never. I havv reurned at least 3 different systems for various reasons and never pay a restocking fee. that's ridiculous. they can't charge you a fee to take back a technically defective item. I'd imagine it's illegal.

don't let them push you around. be firm and let them know you will not be losing money on this transaction. if you paid by CC you can always call them and have them reverse the charges on an item that's not as described.

I'm in no way trying to screw Dell or get anything I'm not payin for. what I AM paying for is a $2600 laptop that I don't "need". it's a want and for nearly 2 months pay foe me it better be perfect.

 

@leslienz:

Try using the Unresolved Issues - Tech Support link - (New Zealand Dell site)

Include your case# (this should've been issed by the rep you spoke with). Describe the issue in detail and also include in your comments you request a voice call. If you do not request a voice call, they will respond via email only.

Hopefully, they will be able to assist you. Push for the refund and re-order.

 

Thanks alot guys for the help, heres an update of whats happened so far.

Yesterday, I received a call from a Dell onsite technician that he will coming to my house the next day with a replacement LCD screen to be installed into my laptop. I was quite surprised when they told me this because I thought they would need to import a screen from overseas to fit the M15X model.

Today, the onsite technician arrived at my house. My initial impression was that he seemed to be quite experienced, tool kit ready static bracklet set etc. However once I handed him the laptop, From that moment I must say I was not impressed by the way he handled the laptop as well as the disassembling process. It was quite obvious he had no experience on how to dismantle and install the LCD replacement. As alot of his actions seemed very forceful, especially when removing plastic covers/casings.. Here is my experience with the onsite technician.

Firstly, he began by opening and closing the laptop monitor lid repeatedly, pushing the monitor back further each time trying to find a way to seperate the lid from the chassis. I'm guessing. It almost looked like he was about to snap the lid if he pressured it any further.
Throughout the duration of his inspection I questioned whether he had any experience in repairing alienware products before and if he would require a look at the manual first, seeing as this laptop is a newer model. In which he replied he worked on a few but hes wasn't sure about the current model.

Next he proceeded to remove the plastic cover for the touch buttons and the alienhead power switch, then continued to remove the keyboard revealing the wiring along some copper casing. (I'm guessing this is the top of the heatsink). Once the keyboard was removed he paused for a moment to decide his next move. (Here is where it all goes down hill)

He proceeded to remove the screws located just above the power button area, then the screws located at the back where the battery pack would sit in an attempt to try seperate the monito and hinge from the chassis. As he was turning the laptop back up monitor accidentally slips and hits the palm rest slightly... Once he got the laptop facing upright he begins to pull apart the hinge form the chassis only to find that one of wires (blue coloured) that was attached to the monitor extended across the copper casing and went below the palmrest. At first tried to disconnect the blue wire from the hinge but, he couldnt seperate the hinge from the monitor (he almost snapped a part of the plastic holding the hinge and monitor together because there was a hidden screw holding the parts together near the center). He then attempted to try acccess the blue wire with several forceful attempts to try push the palm rest out form the front, when that didnt work he then attempted to wedge palm rest while yanking the wire at the same time.

Since he couldnt remove the palm rest or the hinge from the monitor to try disconnect that blue wire, he then turned the laptop faced down and began to remove the compartment door to see if he can move it from the bottom. I noticed he had some difficulty removing the compartment door, and swear I heard a few snaps once he finally got it off. After he got it open and looked around he realised theres no way for him to possibly acesss the blue wire from here either. At this point I believe he ran out of ideas since he was just poking the laptop with his screw driver.

Several minutes later decides to compare the replacement LCD panel to the current M15X panel and wonders how the heck do I install this replacement panel if theres a thin sheet of glass covering the current screen. Then suddenly realises maybe he was sent the wrong replacement panel, maybe I should have been give a LCD panel which is already pre-installed onto the M15X lid with the thin layer of glass cover so that he would only need to plug in the screen once he arrived at the location. GG !

Afterwards, he spent the next 15-20 minutes or so calling dell and the tech supports about the situation. Once Dell Tech Support confirmed they will be sending another replcement screen in the next two days, he started to reassemble the computer. I looked away several times as he was doing this but I did see him struggle several times especially snapping back the bottom compartment door, hinge and touch button covers.

Aftermath:

Once the technician left I immediately called Dell tech support and explained what happened and that I would like to file for a refund. The Dell Tech Support, spoke with his supervisor and offered a "brand new factory replacment" laptop within 3-4 weeks. I told them I would accept, on the condition that the replacement laptop would not have single dead pixel because due to the lack of technicians who know how to fix this model I don't want to have a repeat of what just happened.

I'm quite happy now I will be getting a replacement sent back, However I'd like to read everyones opinion, would it be better/faster to wait for the replacement 3-4 weeks or would it be better/faster to go for the refund and reorder. I did notice the price drop on the M15X recently when I check the site today. -$200 from when I first purchased it aswell as 12month standard subscription on the virus scanner.

I would also like to Thank everyone here for you're responses, you've all been a great help.

 

Good to hear you are being sent a new system. Be sure to check it over (sure you already plan to do this).

This is not the first time a DCSE from Qualx has had zero knowledge of a system. I too have had my run-ins with techs who had experience issues. This is not to say they are all un-trained. I'm sure there are ones out there who take their job to heart and know what they are doing. The last tech I had out for my XPS M1730 didn't know how to power the laptop on. He kept depressing the Dell MediaDirect button. He also had issues with removing the hinge cover. I had to show him where to pry up at.

The only saving grace is Dell is going to cover any damage caused by the tech.

leslie, when the replacement was discussed, did the rep indicate a new system would be built? If not, need to confirm that - The M15x and the M17x have been out long enough for some to make their way back to Dell to be used as Refurbished System Exchanges. For your case, I would only accept a new system or refund. Check the bottom of the system upon arrival for a nice bright orange 'Refurbished' sticker.

Just wanted to share some personal observations and experiences...

 

Make sure they are building you a new system and ask them for an order number so you can track it's progress. Under no circumstances should you accept a refurb system.

 

that's so sad considering i've never see none and had it completely apart in 20 minutes. they don't even bother to look at the service manual. that's why i asked the tech to just give me the LCD and i'd do it myself. sad thing is even my tech told me just to call and demand a new replacement.

 

Well when offered an replacement, I did ask if the unit would be a refurbished one or one thats out of the factory. He said it would be brand new out of the factory. However it would also take 3-4 weeks, but I'm allowed to keep my current unit until the other arrives, in which I would exchange it with the courier on the day.

I requested for him to send me a email detailing on the procedure stating exactly what I should have prepared on the day of the exchange. I also asked needed to wipe the HDD and re box everything including the resource CDs and Windows 7 recovery CDs.

He told me the replacement unit won't be coming with resource CDs, and suggested I should keep them. I didn't actually know if the copy of windows 7 they gave me for my current unit is a OEM or a Retail. If my OS isn't binded to my current laptop, would those CDs work on the replacement unit?

I think I will call them back up either tomorrow or the day after to confirm if the replacement is non refurbished product. In the mean time I will wait for the email from them, so I may have some time to formulate the next set of questions I will be asking them on the next call.

I mainly would like know everyones opinion, assuming the replacement is a brand new mode with the same specsl, do you think its would be better to just wait the 3-4 weeks for it. Or would pushing for the refund and reordering be better/faster than waiting.

After some researching I did notice that since there is a price drop ($200) on the base M15X model specs, lthere is also a 50% off virus scanner subscription on mcaffe virus scanner ($60 for 36 months).

Like shadowarachh I wouldn't mind spending a little more to mainly replace the 8X slot load dvd drive for a blue ray reader, as well as a laptop carry bag. The 8X slot load VDV optical drive is really loud and laggy during DVD playbacks and installing games. Would upgrading it to the blue ray reader fix this problem?

When I asked if I could make an upgrade on the replacement unit, the tech support said I wouldn't be able to until after I receive the replacement unit. Personally I'd prefer if they preinstalled all the hardware for me at the factory, I don't really want to risk another unexperience technician to handle my laptop unless it is really necessary.

 

if it's not coming with new software either it's a refurb or he's wrong IMO.

as for my second M15x it also has a bad pixel.

I'm going to call again and likely just give up.

 

Well, I received an email from the sales rep that I purchased the laptop from, in the email it stated the laptop will be " brand new unit from the factory on an exchange basis". On the Quotation sheet, It says that all the resource cds will be included.

Thats really unlucky, I'm guessing you're going for the refund now?

 

yup. apparently its not meant to be for me. ill just wait and see what comes in the next month or 2.

ive been pressing on it and running a pixel software on it for the better part of the day with no luck...

 

Well, My replacement arrived today, quite pleased with it so far, don't see any dead pixels. The optical drive got upgraded to a blue ray reader ( I paid extra) and is no long skipping during dvd playbacks anymore. Overall I'm quite pleased I will be contacting them shortly to get some minor warranty issues sorted out and returning the old unit.

Oh the replacement was sent back to me in around 8 days I think

 

goof to hear .... im surprised mine hasnt shipped

 

very good to hear. i gave up and ordered an adamo. i'm crossing my fingers and hoping someone actually LOOKS at the screen before they send it.

 

guys i am experiencing the same problem my 2 month old Alienware M15x is with a very small stuck pixel 5 cm to the left from the the exact centre of the screen i tried everying pressing,massaging software no results... i already called dell because i had a faulty PSU and a throttling GPU so i had my 260M replaced with a 5850 ATI but when the tech guy game i happen to to notice that he was a total NOOB he start disassembling the whole machine just to take out the GPU and when i spoted that i was like woooh wait a minute here u just need to take out the plastic cover with the power button and 2 more screws and he was like oh i didnt know its cuz i did a similar machine and i had to take it all apart in order to get to the GPU i was like omg what a bag. SO when he changed the GPU with ATI 5850 it start overheating i still didnt have any stuck pixel at that time and i called DELL again for another GPU replacement. THis time i fought for a 5870 from the M17X and i finally got it. And guess what when the tech guy came it was the same guy and he started doing the same thing again i was like its ok imma replace it myself i put him a glass of juice and i finished the job in the meantime took me 10 min. i took the heatsink from the 5870 out because it came with a separate heatsink for the 17x models and i gave it back to him cuz it was of no use to me. anyways when the guy left i turned the laptop on and after installing the new drivers i noticed a dead pixel i dont know why it appeared now after so long and i dont know what to do know.... i applied so much pressure to the screen while massaging with my fingernail while using a microfiber cloth still no effect this sucks i dont feel like calling DELL again i also spend like 3k on this laptop and since the first they i got it i start experiencing problems like throttling then overheating GPUs now dead pixel .... i know that i am never buying a laptop from dell anymore...